Support Engineer, Tier 2
GN Group
full-time
Posted on:
Location Type: Hybrid
Location: Copenhagen • 🇩🇰 Denmark
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Manage escalated tickets, solving them or maturing them for further escalation
- Ensure a thorough grasp of audio and video systems and their IT foundations
- Stay updated on advanced unified communication and meeting room tools
- Manage and oversee the tickets escalated to Tier 2
- Ensure the customer escalation process is followed consistently
- Propose and communicate findings to update the Support Knowledge Base
- Provide training to Tier 1 Support Specialists
Requirements
- Bachelor’s degree in a related field or combination of relevant education and experience
- Significant experience in a similar role
- Familiar with test processes and methodologies
- Proficient with Microsoft Office suite (Teams, Word, Excel, OneNote)
- Solid organizational, time management, communication, and presentation skills
- Ability to lead meetings, present to an audience, and conduct solution training
- Proficient in problem-solving and fault isolation
- Thorough understanding of modern audio and video technologies and collaboration solutions from various vendors
- Experience installing and configuring headset/collaboration applications such as Zoom Rooms, MTR, etc.
- Experience with similar products and solutions, such as DECT and Bluetooth RF technology
- Capability to explain complex setups and solutions to a variety of audiences
- Able communicator skilled in both written and verbal formats
- Ability to travel up to 20%
Benefits
- Flexible working whenever possible
- In-person collaboration when needed
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
audio systemsvideo systemsunified communicationproblem-solvingfault isolationinstallationconfigurationcollaboration applicationsDECT technologyBluetooth RF technology
Soft skills
organizational skillstime managementcommunication skillspresentation skillsleadershiptrainingability to explain complex setupsable communicatorwritten communicationverbal communication